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Implementation Lessons from Leading-Edge Users
by Knowledge Networks, 8-1/2" x 11" spiral bound, 123 pages, 1997, $195

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Overview

Books discussing actual help desk experiences and growing pains are hard to find. Probably the best example of a resource in this category is the 1997 publication, "Implementation Lessons From Leading-Edge Users". This study is a compendium of the real-world learning experiences and conclusions from 22 organizations that implemented call tracking systems. In it can be found objective, documented, in-depth descriptions and analyses of actual implementations in a variety of enterprise and support contexts. Disclosed are the processes these users went through, problems experienced, how problems were dealt with, and the lessons they learned and would pass on to others planning call center system implementations or upgrades. As a result, this study provides some insights into reasonable expectations for resources required, time lines for project completion, the degree of customization work to be expected, and total costs. It contains some strong messages for support organizations going through the process of installing systems, both in terms of the internal processes they need to go through and the demands they should make of vendors in order to ensure successful completion.

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Last modified December 31, 1997

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